Overview
The Reservations Manager is responsible for overseeing the reservations and booking process, as well as managing a team of reservation agents. They will ensure the team runs an efficient and accurate reservation procedure, whilst optimising occupancy rates, and delivering exceptional service to our guests.
About The Stafford London
Situated just off Piccadilly, in the heart of historic St James’s, Mayfair, The Stafford London is one of the finest luxury hotels in the Capital. Alive with English character, it holds 5 AA Red Stars for its excellence. The Stafford London is ideal for West End theatres, dining, and shopping at Bond Street, Jermyn Street and Regent Street. Green Park underground & Victoria Station are within walking distance. Surrounded by art galleries and museums, the property is next to the royal palaces and parks.
About the role
* Provide daily reports of reservation performance, occupancy rates, and revenue generated.
* Lead and manage a team of reservation agents, providing guidance, training, and performance evaluations.
* Oversee the entire reservation process, from receiving inquiries and booking requests to confirming reservations and handling cancellations.
* Monitor reservation systems and databases to ensure accuracy and prevent overbookings or discrepancies.
* Analyse historical data and current trends to forecast occupancy and recommend pricing strategies.
* Maintain a high level of customer service by promptly and professionally responding to guest inquiries, requests, and concerns related to reservations.
* Address and resolve any issues that arise, ensuring guest satisfaction and retention.
* Collaborate with sales, marketing, and other relevant departments to promote special deals and events.
* Communicate reservation details and requests to various departments to ensure smooth guest experiences upon arrival.
* Ensure that reservation agents adhere to company policies, procedures, and guidelines when handling reservations and interacting with guests.
Who we are looking for
* Previous experience in a similar role in a luxury hotel working with a PMS (Opera) system is essential
* Previous experience leading and managing a team
* Highly organised, multitasking individual with a positive attitude and a team player
* Ability to manage varying needs and prioritising to ensure the best business results
* Excellent communication skills and discretion
* An exceptional attention to detail and a flexible attitude when it comes to working time, as the role is primarily Monday to Friday, with weekend work on occasions
* Effective written communication skills including the ability to prepare reports
* Analytical mindset with the ability to interpret data and make informed decisions
* Customer-focused attitude and a commitment to delivering exceptional guest experiences
* Understanding of revenue management principles and strategies
Our benefits
* 28 days holiday which increases with length of service to a maximum of 33 days
* Private Healthcare option & Life Insurance
* A choice of rewards and lifestyle benefits
* Employee recognition programme
* Training and development opportunities
* Access to Wagestream app
* Referral Scheme: £1000 for referring a Chef, £500 for other permanent position (terms and conditions apply)
* Interest free season ticket loan
* 50% Food and Beverage discount in our venues
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